Few sales organizations realize their full potential, partly because they don’t execute well. We urge organizations to move beyond conventional wisdom in how they think about executing sales processes and have placed methods for making improvement to sales execution at the center of our research on sales in 2014. In our recent research on sales forecasting almost half (44%) of sales organizations said they have impediments that are motivating management to consider further investment in sales technology, and the most common of those is inconsistent execution (for 53%). Many sales organizations don’t use training in a consistent manner and fail to automate processes to gain efficiency.
Investing wisely in sales-related people and processes is a key to business success. In 2012, helping sales staff perform at their highest levels should be a top priority for management. That may take some effort, according to our benchmark research, which indicates that only 14 percent of sales organizations operate at the highest level of innovation and competitiveness. In recent years, most organizations merely discussed moving beyond using only their sales force automation application and Microsoft Office for improving sales efficiency. Now sales organizations can move beyond systems that were designed decades ago, thanks to the availability of a broad range of applications to support sales activities and processes. In fact dozens of new types of sales applications are available to help sales focus on selling, which creates another issue. Where should sales organizations focus their limited resources and budgets?
Topics: Analytics, assets, Business Analytics, Business Collaboration, Business Mobility, Business Performance, channel, Cloud Computing, coaching, Collaboration, commission, CRM, Customer & Contact Center, Financial Performance, Learning, Operational Performance, Performance, Planning, Reporting, Sales, Sales Compensation, Sales Force Automation, Sales Performance, Sales Performance Management, SFA, Social Media, Workforce Performance, Office of Finance, Big Data, Mobile
NICE Systems last week announced an agreement to acquire Merced Systems, a provider of business applications for customer service and sales organizations. This acquisition slipped by with little fanfare, but it marks a significant milestone for NICE, a major provider of applications and technology for call centers and a player in their evolution into multichannel contact centers. Building on a good 2010, as my colleague Richard Snow noted, NICE expects to reach almost $800 million of revenue in 2011, which would make it one of the largest companies in its segment. NICE has made multiple acquisitions to build its software portfolio, including purchases of Actimize, CyberTech, eGlue and others mentioned below. It recently won our 2011 Ventana Research Leadership Award in the contact center category with its customer deployment at Alliance Data. NICE Systems plans to have Merced Systems as a foundation of its enterprise systems and a complement to its contact center workforce optimization offering. This purchase builds on its other acquisitions, including FizzBack recently and IEX and Performix in 2006, which helped NICE establish its customer service and back office agent performance management software. That area has not grown as quickly as NICE would like, mostly due to marketing that was not aggressive enough in attracting customers. NICE recently rebranded its NICE SmartCenter for helping agents, as Richard noted, and is leveraging its assets into the back office, which he also assessed. Our benchmark research on contact center technology found that companies’ priorities for future investments match up well with NICE Systems’ focuses on expanding customer service agent applications and analytics applications.
Topics: Business Analytics, Business Collaboration, Business Mobility, Business Performance, Call Center, CFO, Cloud Computing, CMO, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, Financial Performance, Marketing, Merced Systems, Operational Performance, Predictive Analytics, Revenue Performance, Sales, Sales Compensation, Sales Force Automation, Sales Performance, Sales Performance Management, SFA, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Workforce Performance, Customer Experience, Analytics, NICE Systems
Sales proposals can determine whether a deal is booked or lost. In most organizations the process of creating and delivering a proposal is manual and one-off, with many potential places for mistakes. This lack of rigor and efficiency impairs many organizations’ ability to leverage their resources. Proposal Software helps sales organizations with an application called PMAPS that addresses sales management and operations.
Topics: Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, CMO, Collaboration, CRM, Customer & Contact Center, DF11, Financial Performance, Marketing, Operational Performance, Sales, Sales Force Automation, Sales Performance, Sales Performance Management, Salesforce.com, SFA, Social Media, Workforce Performance, Mobile
At the Dreamforce conference, Salesforce.com (NYSE:CRM) CEO Marc Benioff unveiled the latest evolution of the company’s strategy and supporting technology for cloud computing and mobile technologies. Its aim is to enable businesses to engage with customers and prospects via social media channels – what Salesforce calls the “social enterprise” – and empower employee and customer social networks to operate individually and together. Note I did not mention CRM, which doesn’t have a role in this platform for basic interactions with prospects and customers and is accompanied by a large ecosystem of partners that provide dedicated marketing and contact center applications. As summarized in its announcement, Salesforce’s strategy is clearly different from that of others in the applications market, including Oracle and SAP, which have products for the cloud computing environment and have made strides into integrating collaboration and social media capabilities into their applications.
Topics: Business Analytics, Business Collaboration, Business Mobility, Business Performance, Chatter, Cloud Computing, CMO, Collaboration, CRM, Customer & Contact Center, DF11, Financial Performance, Marketing, Operational Performance, Sales, Sales Cloud, Sales Force Automation, Sales Performance, Sales Performance Management, Salesforce.com, Service Cloud, SFA, Social Media, Workforce Performance, Mobile